Problem Management Tools Brick

Problem Management is identifying, quickly resolving and preventing problems through root cause analysis and tracking. Problem management involves identifying and classifying problems, determining escalation procedures and documenting all the information surrounding the characteristics and resolution of the problem. All problems should be assigned a severity level according to the business risk and the potential impact of the problem. To ensure that problems have a minimal impact on the enterprise, problems must be prioritized, monitored and assessed for potential frequency of re-occurrences. Problem management includes fault, event and incident (or trouble ticket) management.

• Tactical and strategic products were selected to leverage NIH's investment in products that are a proven fit for NIH's known future needs. Leveraging baseline products in the future will minimize the operations, maintenance, support and training costs of new products.
• Some baseline products have been designated retirement and containment. These products are either not as widely or successfully deployed at NIH, or they do not provide as much functionality, value, or Total Cost of Ownership as the selected tactical and strategic products.